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Payment Method

What is the preferred method of payment?
We prefer payment by Paypal as this is very secure and your details will be safe.

Do I need Paypal account to pay by Paypal?
No, you do not need to have a Paypal account, but you will need a Visa or Master card. Please follow these steps during checkout. Step 1: Select Paypal as your payment method Step 2: After you have confirmed the details, you will be transferred to Paypal secured site. Select 'Pay with a card' Step 3: Enter your card details as required Step 4: Your payment is complete and a confirmation will be emailed to you.

Can I order without a credit card?
For Australian orders, yes. Select Direct Debit during checkout and you will be sent our bank details to transfer the payment. Please remember to notify us along with your order ID after your payment is made.

Are my credit card details safe?
Paypal is safe and reliable. To find out more about their policies and tips to stay secure, please visit www.paypal.com. Wen's do not obtain or keep your credit card details at any time.



Delivery

Do you deliver to non-Australian addresses?
Yes. Please contact us (http://www.wens.com.au/contact_us.cfm)for delivery rates before placing your order.

What is the delivery rate for orders within Australia?
We charge a flat rate of $7 for all orders within Australia regardless the quantity or amount purchased. ^Does not include External Territories (Christmas Island, Cocos (Keeling) Islands, Norfolk Island, Australian Antarctic Territory and Territory of Heard Island and McDonald Island).

When will my order be despatched?
We will endeavour to despatch all orders within 2 working days. In the unlikely event whereby your purchased item is the last unit and is not in perfect condition, we will contact you to arrange for refund, exchange or discount. You can track the status of your order by clicking on the 'Track Order' button at the top panel just below the logo.

When will I receive my order?
The normal delivery time-frame as advised by Australia Post is between 2 - 7 days and varies across the country (not including processing time). Your order will be despatched from Melbourne. Please refer to http://auspost.com.au/parcels-mail/delivery-areas.html for more information.

Do you deliver to PO Boxes?
No, we do not delivery to PO Boxes, you must provide a street address.

What if I entered the wrong delivery address?
Please contact us (http://www.wens.com.au/contact_us.cfm) with your request to change delivery address. If your order has not been processed, we will amend the delivery address. Please note that Wen's will not be held responsible for orders lost due to wrong delivery address. It is your obligation to enter the correct delivery address details at the time of ordering.

Do I need to sign for the parcel?
In most cases, we do require signature on delivery. Delivery times are usually between 8am - 6pm Monday to Friday. Please make sure that the delivery address you provide is normally attended during these hours (it may be a good idea to have your order shipped to your work address).

What happens if nobody is present to receive the parcel?
Should attempts be made to deliver your order when you are not at home a card will be left and arrangements can be made to either pick up your order from your local post office if your order has been dispatched using Australia Post or alternatively if your order has been dispatched by courier you can call the telephone number on the card to arrange redelivery.

Will I be notified when my order is despatched?
A tracking number is assigned to all deliveries once order has been processed and despatched. A notification email will be sent to you to confirm despatch. Alternatively, you can log into your customer account at Wen's (http://www.wens.com.au/login.cfm) to view the status of your order and to retrieve your tracking number.

How do I track my parcel?
If your order has been despatched using Australia Post, you can track your parcel at http://auspost.com.au/track/.



Return & Exchange

Can I return or exchange an item I purchased?
Please refer to our Return & Exchange Policy http://www.wens.com.au/return__exchange_policy.cfm or click on the Return & Exchange Policy link on the bottom panel.



Gift Registry & Wish List

I need more information on Wen's Gift Registry and Wish List
Please go to http://www.wens.com.au/wish_list_and_gift_registry.cfm or click on the Gift Registry button on the right panel.



Pricing

Do Wen's offer big sale with big discounts?
We do hold specials and giveaways from time to time but unfortunately you won't find huge sales with 70% discount and so on. This is because we at Wen's believe in providing reasonable pricing and repeat customers at any time. Our products do not have a big markup.



Miscellaneous

Can I send my order as a gift?
Yes, you only need to Contact Us before your order is despatched and let us know that the order is a gift. We will make sure the invoice is excluded from the package.

Can I add a special message?
Yes, just Contact Us with your order ID and message. We will leave the message inside the package.

Can I place a backorder?
Unfortunately most of our designs will not be restocked once they are sold out. But if you really want a particular sold out design, do let us know and we will see if we can arrange to get one made for you.

What sort of packaging do you use?
All items are usually packed in either a flocked box or a velvet and satin jewellery pouch. Mini Wen's are supplied in pink velvet and silver satin jewellery pouch. Please go to http://www.wens.com.au/packaging.cfm for more packaging information.



Payment Method

What is the preferred method of payment?
We prefer payment by Paypal as this is very secure and your details will be safe.

Do I need Paypal account to pay by Paypal?
No, you do not need to have a Paypal account, but you will need a Visa or Master card. Please follow these steps during checkout. Step 1: Select Paypal as your payment method Step 2: After you have confirmed the details, you will be transferred to Paypal secured site. Select 'Pay with a card' Step 3: Enter your card details as required Step 4: Your payment is complete and a confirmation will be emailed to you.

Can I order without a credit card?
For Australian orders, yes. Select Direct Debit during checkout and you will be sent our bank details to transfer the payment. Please remember to notify us along with your order ID after your payment is made.

Are my credit card details safe?
Paypal is safe and reliable. To find out more about their policies and tips to stay secure, please visit www.paypal.com. Wen's do not obtain or keep your credit card details at any time.



Delivery

Do you deliver to non-Australian addresses?
Yes. Please contact us (http://www.wens.com.au/contact_us.cfm)for delivery rates before placing your order.

What is the delivery rate for orders within Australia?
We charge a flat rate of $7 for all orders within Australia regardless the quantity or amount purchased. ^Does not include External Territories (Christmas Island, Cocos (Keeling) Islands, Norfolk Island, Australian Antarctic Territory and Territory of Heard Island and McDonald Island).

When will my order be despatched?
We will endeavour to despatch all orders within 2 working days. In the unlikely event whereby your purchased item is the last unit and is not in perfect condition, we will contact you to arrange for refund, exchange or discount. You can track the status of your order by clicking on the 'Track Order' button at the top panel just below the logo.

When will I receive my order?
The normal delivery time-frame as advised by Australia Post is between 2 - 7 days and varies across the country (not including processing time). Your order will be despatched from Melbourne. Please refer to http://auspost.com.au/parcels-mail/delivery-areas.html for more information.

Do you deliver to PO Boxes?
No, we do not delivery to PO Boxes, you must provide a street address.

What if I entered the wrong delivery address?
Please contact us (http://www.wens.com.au/contact_us.cfm) with your request to change delivery address. If your order has not been processed, we will amend the delivery address. Please note that Wen's will not be held responsible for orders lost due to wrong delivery address. It is your obligation to enter the correct delivery address details at the time of ordering.

Do I need to sign for the parcel?
In most cases, we do require signature on delivery. Delivery times are usually between 8am - 6pm Monday to Friday. Please make sure that the delivery address you provide is normally attended during these hours (it may be a good idea to have your order shipped to your work address).

What happens if nobody is present to receive the parcel?
Should attempts be made to deliver your order when you are not at home a card will be left and arrangements can be made to either pick up your order from your local post office if your order has been dispatched using Australia Post or alternatively if your order has been dispatched by courier you can call the telephone number on the card to arrange redelivery.

Will I be notified when my order is despatched?
A tracking number is assigned to all deliveries once order has been processed and despatched. A notification email will be sent to you to confirm despatch. Alternatively, you can log into your customer account at Wen's (http://www.wens.com.au/login.cfm) to view the status of your order and to retrieve your tracking number.

How do I track my parcel?
If your order has been despatched using Australia Post, you can track your parcel at http://auspost.com.au/track/.



Return & Exchange

Can I return or exchange an item I purchased?
Please refer to our Return & Exchange Policy http://www.wens.com.au/return__exchange_policy.cfm or click on the Return & Exchange Policy link on the bottom panel.



Gift Registry & Wish List

I need more information on Wen's Gift Registry and Wish List
Please go to http://www.wens.com.au/wish_list_and_gift_registry.cfm or click on the Gift Registry button on the right panel.



Pricing

Do Wen's offer big sale with big discounts?
We do hold specials and giveaways from time to time but unfortunately you won't find huge sales with 70% discount and so on. This is because we at Wen's believe in providing reasonable pricing and repeat customers at any time. Our products do not have a big markup.



Miscellaneous

Can I send my order as a gift?
Yes, you only need to Contact Us before your order is despatched and let us know that the order is a gift. We will make sure the invoice is excluded from the package.

Can I add a special message?
Yes, just Contact Us with your order ID and message. We will leave the message inside the package.

Can I place a backorder?
Unfortunately most of our designs will not be restocked once they are sold out. But if you really want a particular sold out design, do let us know and we will see if we can arrange to get one made for you.

What sort of packaging do you use?
All items are usually packed in either a flocked box or a velvet and satin jewellery pouch. Mini Wen's are supplied in pink velvet and silver satin jewellery pouch. Please go to http://www.wens.com.au/packaging.cfm for more packaging information.